New rules on energy suppliers fixing smart meters?

graymanuk

There was a fair amount of press last Feb/March 2026 regarding new Ofgem rules where energy suppliers must fix smart meters within 90 days of the fault report. According to the published info at the time, including on this site, energy suppliers could face fines and other punishment if they did not comply.

Does anyone know exactly when these rules came into force and how to report non-compliance? My gas meter stopped being smart on Feb 11 and I reported it on Feb 25 which is now 90 days ago. My supplier keeps telling me they're working on it but also keep asking for the same basic info (which I always immediately provide) and there is no evidence that anything is happening. I've asked for a plan of action but no response yet.

Is it my responsibility to inform Ofgem and how is that done? The new rules seem like a good step forward but I can't find any info on how enforcement works.

twopenny

Keep a record of every time you've reported it. Visual record like screenshot.

Scot_39

If this is the new part of the regs - see MSE_Abby's post from Jan - then you may be in luck as kicked in on 23rd Feb

https://forums.moneysavingexpert.com/discussion/6652975/mse-news-smart-meter-problems-you-could-be-automatically-compensated-under-new-rules

MWT

https://forums.moneysavingexpert.com/discussion/6669907/new-rules-on-energy-suppliers-fixing-smart-meters

I believe it only covers problems first arising after 23rd Feb, and yours occurred on 11th Feb :(

I'd still make sure you have escalated it to a formal complaint though…

QrizB

And then, if they don't fix it in eight weeks, take your complaint to the Ombudsman.

There's really no excuse.

(It being a gas meter, it's possible the battery is failing.)

Heedtheadvice

As above I would suggest collating all documentary evidence together so that you have it. Then contacting your supplier to get them to confirm your complaint of the meter not working ( you possibly did not ask them to raise the problem as a complaint but does no harm to get them to agree you have!). If no complaint recorded have them recorded one and confirm to you in writing ( email is fine).

That then allows you in due course to take it up with the Ombudsman. This can be done ( as posted above) after no resolution ( that you agree with) after 8 weeks from the date of complaint or as soon the supplier gives a deadlock judgement. That does not need to say deadlock but just in practice an impass so if they turn round and effectively say they cannot fix it you can or disagree with your recorded facts report that via the ombudsman's process for them to adjudicate. See https://www.energyombudsman.org/

Arunmor

I had problems with our meter not sending readings for about 6 months. Last month I pushed if for the third or fourth time. On the previous occasions they tried various solutions (on site). As a parting shot I just added to my message "Oh and where is my £40".

The engineer came out announced they were now allowed to replace the meter, which is now working fine and a £40 credit appeared on our account, which amazed me.

All a bit of a struggle but fair play to Fuse, with my throw away comment getting a result. I was expecting to have to get all official with them.

chubsta

we have been battling octopus for 18 months to get a smart meter fixed - send photo after photo etc but nothing got sorted.

Contacted the energy ombudsman in January and they have been great, I can recommend them, took far less time for them to get in touch than I expected after my initial contact through their website.